To ensure an accurate quotation is provided, our Sales team reviews building plans and product schedules submitted with the client enquiry.
The plans are cross-referenced to form a take-off of products to suit the application and each item is configured to a specification.
All of the product specifics are entered into a proprietary estimation system which calculates the costings based on bill of materials and components.
The quotation submitted to you for review and any questions you have are discussed. New quotations or version changes are re-submitted each time new information is submitted to us or if your project's requirements and plans change as advised.
Please ensure the correct quote number and version is being finalised and also review our Terms & Conditions of Trade.
Accept the order by returning a signed copy finalised quote to our sales team via email, in person or request an alternative electronic acceptance method.
Our administration team will then send the invoice for deposit required to confirm the order. For non-account holders, 50% of the total GST inclusive value of the quote is required for a deposit using the accepted methods of payment.
Once we have received deposit and quote acceptance, material and hardware is organised for your order. Once all requirements are met to proceed with the production process, the estimated lead time will be approximately 25 business days or as advised by administration.
After your order is confirmed, the product manufacture sizes for each item needs to be established.
Manufacture sizes for each product is determined either by site measure (once building structure/openings are ready) or by agreed measurements with the builder, this should occur 5-7 business days after confirming your order to meet the estimated lead time.
Agreed sizes may occur when construction timing requires the products to be ready at the time the openings are created. A site meeting to agree on the sizes is a good way to ensure items will be produced to the correct size.
Note: Manufacture sizes where the dimensions changes less than 100mm from those quoted will not incur a credit or charge as this is considered within normal tolerance to suit openings where the corresponding change in material costs are negligible.
Glass is ordered cut-to-size and extrusions are cut - any changes to items following site-measure will incur associated costs.
Once the order of products is nearing completion and a delivery date can be scheduled based on the order's progress, an invoice claim will be sent which relates to the stage of the order being supplied.
For a complete supply-only order this will be the final claim of the remaining 50%, including the cost of screens if they were included in the quote although fitting may occur at a later stage to minimise damage (read more in the screens section below).
For an order with installation or item-specific installation included, the progress claim will be approximately 40% or 45% of the order value.
Payment is required prior to the delivery and can be arranged by EFT payment confirmation for the day of delivery or by cheque provided at the delivery location. Extras / Variations to the confirmed order require the full claim to be paid prior to delivery
Payment of invoiced claims can be made with the following methods
(Minimum transaction amount: $500) Biller Code: 77099 Use Reference: 478701 (or refer to your invoice for a specific reference code).
Please refer to the Bank Details in the EFT section of your invoice for BSB, Account and Reference details.
Each invoice sent on email by us through the Xero software can be processed securely online using the link contained in the email body. A PDF version of the invoice is also attached with alternative payment methods and also details the Online Credit Card surcharges that are calculated based on the invoice totals. These are on-charged from the online payment processing facility as follows
You will need download the Credit Card Authorisation Form first and provide your credit card details (Visa, MasterCard or American Express). Please phone our administration team between 8:30am-4:30pm Mon-Fri on 07 3889 8800 or visit our Brendale Office.
Note: Our merchant EFTPOS terminal is used with the following Credit Card surcharges Revised September 2020
The Reserve Bank of Australia have implemented a surcharge standard which is based on the cost of acceptance scheme for each card. Surcharges must not be more than the amount that it costs a merchant to accept a particular type of card for a given transaction. For example, debit cards are typically less expensive for merchants to accept than credit cards. Read further information here: RBA Card Payments Regulation
The surcharge added to Credit Card transactions will vary based on the card type, payment method as well as the transaction amount with the percentage to be surcharged to the customer should not exceed the percentage advised on the merchant statement, based on a 12 month average. Via our EFTPos terminal (e.g. when paying by phone) - we do not control these surcharge amounts, unfortunately they are based on customer average spend per card type.
Online transactions (e.g paying the invoice via Xero) is a fixed rate based on from the payments facilitator (eWAY). Internet payment processing is usually a fixed higher rate than the physical merchant EFTPOS terminal rates to cover the costs of the inherent risks of fraud and insurance.
Product frames must be packed plumb, square and not twisted between the openings. Ensure the sill is fully supported; failure to do so may result in sill roll. Sills on all windows and doors must be straight and level and should be packed and secured. Adequate fixings at the centres specified (refer Bifold Door installation guide in addition to the Industry guide) must support the head of the product across both the depth and width of the span.
It is the builder’s responsibility to ensure that windows and doors are installed in such a way that water does not penetrate from the outer skin to the inner skin of the building envelope. For timber construction / products supplied with timber reveal attached to a nailing-fin; the products are supplied with damp-proof course PVC 3-sides (jambs and sill). A pressed head flashing should always be used unless an alternative solution has been agreed with the building certifier.
Flashings must be provided to stop water wetting the inner skin by bridging across the window or door head.
• Must project horizontally a minimum of 150mm both sides past the opening.
• Must be of approved materials to AS2904.
• Must be provided with weep holes to let the water out.
Orders are quoted as Supply Only, unless noted otherwise.
If Architectural Windows & Doors has provided an optional extra for installation of products supplied; generally up to 5% of the total value is withheld until completion of this work – please refer to the relevant payment schedule in the contract for the exact amount(s).
Note: 48 hours notice is required to request a change to a scheduled installation date.
If you need to cancel your order after it is placed, please inform the sales representative immediately followed by your request in writing. Depending on the progress of the order, costs associated with the order such as materials, labour and administration will be deducted from the deposit paid. This may result in a portion or none of the deposit amount to be refunded. Orders cannot be cancelled once manufacture sizes are confirmed. See our Terms & Conditions of Trade for more information.
If screens have been included as part of the order they will be manufactured to suit your products.
Flyscreens are reasonably easy to remove and are typically supplied once construction is complete (to minimize risk of damage). Difficult to access items should be notified and fitted prior to removal of scaffolding.
InvisiGard security screens are typically fitted after painting/rendering has finished, however certain items may be factory‐fitted due to access. Please advise us when the project is reaching practical completion with at least 3 weeks’ notice and we will schedule a date for screens to be fitted. If optional screens are accepted after the window and door products have been supplied, we may refer you to a 3rd party screen company to fulfil the order directly.
Note: Centor Retractable screens are confirmed at the time of site‐measure and ordered from Centor with an expected 15‐20 day lead‐time to be supplied to our factory. We usually factory‐fit these screens where possible or install on‐site at the same time as the product they'll be fitted to.
Note: Screen value amounts will be included along with the product invoicing claims: amounts relating to the screens will invoiced separately nor retained until the screens are fitted on‐site since this may occur many months after the products have been supplied.
Product compliance certificates with Australian Standards information is issued upon completion of your order after receipt of the order’s final claim.
Form 15 (Compliance Certificate for building Design or Specification) is provided for Queensland-based jobs for the supply of Products.
Form 16 (Aspect of Building Work) is provided for Queensland-based jobs where installation of products was performed by Architectural Windows & Doors or its Sub-Contractors.
An Australian Window Association glazing compliance certificate is issued for projects supplied in New South Wales.
For orders delivered within our servicing region; a 1-off initial visit to adjust products following installation at the time where construction is complete (e.g at building hand-over from the builder to the owner) is complimentary with your order. You should contact us when the practical completion date is approaching as this information is not known to our staff. Servicing can be carried out prior or following when hand-over has taken place within a reasonable time frame (e.g. 3 months).
Products must be square/true/plumb and tracks/sills should clean and clear of obstructions so that products can be operated and adjusted as necessary otherwise servicing of products could be refused and a call-out fee applicable if required to return at a later date.
A Service Request is required to be completed to provide details of items that need attention, please ensure this list is complete as further call-outs may be charged. Please provide details of the service request in our Support Portal ticket system
A Service Request Form is required to be completed to provide details of items that need attention, please ensure this list is complete as further call-outs may be charged.
Please Note: Only products supplied by Architectural Windows & Doors can be serviced please read the information about the Product Guarantee & Warranty for clarification of warranty and non-warranty items.
Site visits are carried out by several of our site trained production team members, our ability to carry out non-warranty service requests will vary depending on staff availability and production workload. If a service or assessment is performed and fault is deemed out of warranty – labour and callout fees may apply
We do not offer a repair and/or adjustment service due to normal use and similar wear and tear after the initial service has been completed.
Requests for repairs / out of service-area sites will be advised to seek a 3rd party window/door repair company local to the site.
Please enter details of the service request in our Support Portal by creating a new ticket and upload images or videos (less than 20mb total) of the fault or issue (e.g of the hardware or operation issue) which will help us to assist you further.
Guarantee additional to legal rights
This Guarantee is provided in addition to any warranty or guarantee imposed by law. Our goods come with guarantees that cannot be excluded in the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For the purpose of this warranty “the product” means a window or door product ordinarily manufactured and sold by the manufacturer.
Subject to the conditions and limitations ARCHITECTURAL WINDOWS & DOORS guarantees that its products are of acceptable quality and free of any defect caused by the manufacturer
THIS WARRANTY DOES NOT APPLY TO:
a) Moving parts such as lock cylinders; door rollers; lever handles; hinges; activators; springs
b) Parts supplied by other manufacturers as separate components and where such components are warranted or guaranteed by its
manufacturer or supplier those guarantees or warranties whether express or implied are assigned to whom the goods are supplied;
c) Cosmetic damage;
d) Damage caused by accident, misuse, transport, installation or any external cause:
e) Failure to install, use and operate the product in a way that is not in accordance with the manufacturer’s instructions, good
building practice, relevant building standards or a use for which the product has not been designed or recommended by the
f) service work that is carried out by other than ARCHITECTURAL WINDOWS & DOORS or authorised agents.
g) Installation: the Window or Door Product was installed, fitted, or operated on by an unqualified installer in trade; or was otherwise installed, fitted or operated on contrary to the applicable industry guide or standards, including the AWA Industry Guide to the Correct Installation of Windows and Doors, AWA Industry Guide to the Correct Fixing of Windows and Doors; National Construction Code
THIS WARRANTY DOES NOT APPLY IF THE FOLLOWING OCCURS:
h) Improper Use: the Window or Door Product was used in a manner not in accordance with the instructions, or for a purpose not specified in the published literature
i) Alterations: the Window or Door Product has been altered or retro-fitted with parts not supplied by ARCHITECTURAL WINDOWS & DOORS
j) Normal wear and tear: the defect in, or damage to a Window or Door Product was the result of normal wear and tear on the Window or Door Product such as wear of finishes on running guides and tracks
k) Non-Payment: ARCHITECTURAL WINDOWS & DOORS has not been paid in full for the corresponding Window or Door product supplied
ARCHITECTURAL WINDOWS & DOORS products are manufactured from the most suitable materials and finishes available to the specification provided and when properly maintained will give many years of quality service. Failure to maintain may void the warranty.
Should you wish to make a claim under this guarantee you are required to first notify the manufacturer. Other than as provided by law the manufacture will repair or replace the product to the extent that it is functionally equivalent to the product supplied. Where a product has been repaired or replaced this warranty shall apply to the repaired or replaced product for the balance of the period provided by this guarantee.
Visit our dedicated Support Portal at support.windowsdoors.com.au for detailed information on our after-sales support, service and warranty processes.
For orders delivered within our servicing region; a single visit to make any necessary adjustments following the completion of construction (e.g at building hand‐over from the builder to the owner) is complimentary with your order. You or your builder should contact us when the practical completion date is approaching to allow for scheduling. Service visits may be carried out prior or following when hand‐over has taken place within a reasonable time frame (e.g. 3 months). This should occur after the products have been cleaned tracks/sills are clear of obstructions so that products can be operated and adjusted as necessary otherwise servicing of products could be refused and a incur return call‐out fee. Any faults relating to incorrect product installation will be deemed as non‐warranty.
Architectural Windows & Doors follows the Australian Standards; Manufacturer’s Warranty and QBCC Standards and Tolerances Guide to determine whether a product should reasonably considered defective. This guide provides excerpts from these sources as a guideline to determine defects.
The following installation guides are provided courtesy of the Australian Glass & Window Association and provide an overview of best installation practices for several window and door types. Additional information can be viewed on the AGWA Youtube Channel (Some methods may vary from those used in Queensland)
These videos are intended to be used as a guide for licensed carpenters to ensure the best practices are carried out. Each construction method shown is general in nature and each project will vary in terms of installation specification.
Note: AW&D's masonry installation technique utilises a centralised position which differs from the method shown in the video.